Our Promise to You — and to Them
When you choose a keepsake to remember your dog, you’re not just placing an order — you’re trusting us with something that matters. We don’t take that lightly. Here’s exactly what we commit to, every single time.
Every Gift Is Made with Care
We work with trusted UK suppliers who share our belief that a memorial keepsake should be made properly. We’re personalisation experts, not a factory production line, and every piece that carries a dog’s name goes through the same careful process — because the detail matters when the detail is *their* name.
Before anything leaves us, it’s quality-checked. That’s not a line on a page — it’s the step that sits between your order and our postbox.
Personalisation Handled Properly
Names, dates, a short message — these are the things that turn a beautiful gift into *their* gift. We know that getting a character wrong, or losing a date somewhere in the process, would matter enormously to you.
Most of our products show you a design preview as you personalise, so you can see exactly how it will look before you place your order. We’d always encourage you to double-check the spelling of names and the format of dates before you confirm — our How Personalisation Works has a few helpful pointers if you’d like them. Once your order is in and production has started, we can’t always make changes, so that preview step is there to help you get it right first time.
We handle personalisation with care from the moment it comes in to the moment it goes out.
Packaged Well, Delivered Properly
Your order is sent via Royal Mail, packaged to protect it in transit — because a keepsake that arrives damaged isn’t a keepsake, it’s a disappointment.
Most personalised gifts are produced within two to three working days, with delivery on top of that. Some items have next-day delivery available. Exact timings are shown clearly on each product page, so you’ll always know what to expect before you order. For full delivery details, take a look at our Delivery & Returns page.
If Something Isn’t Right
Personalised gifts can’t be returned simply because you’ve changed your mind — that’s standard under UK Consumer Contracts Regulations, and it’s worth saying plainly rather than burying in small print. A keepsake with your dog’s name on it can’t be resold. We hope that makes sense.
But if your gift arrives damaged, or if we’ve made an error with the personalisation, we will put it right. No awkward back-and-forth, no quibbling. A replacement or a full refund — whichever you’d prefer.
Just get in touch at support@settusfree.org.uk or via the contact form, and we’ll respond within 24 hours.
Why We Do This
Heavenly Paws started in Yorkshire because of a dog called Raffles — a sheepdog cross, not a pedigree, just a much-loved family dog — and the quiet grief of a grandad who missed him. That story is why we believe every dog deserves to be remembered properly, regardless of breed or papers or anything else.
We’re a small team, and we want every person who orders from us to feel that. Not like they’ve placed a transaction, but like they’ve been looked after. That’s the promise — and we mean it.
You can read more about where we come from on our About Us page.
